Collections Team Leader

We’re looking for an individual with strong Financial Difficulties experience to join us as a Team Leader (we call them “Squad Captains” here) and lead a team of Financial Difficulties Customer Ops (COps).

At Monzo, we have a fresh approach to challenges and our teams are likely to be more diverse than those you have worked in before. Your “Squad” will consist of around 13 COps of varying experience working on a wide range of Financial Difficulties tasks including Recoveries and Collections.

As a Squad Captain, your job will be to:

• Make sure our customers are happy and satisfied, and their issues are fixed quickly and completely: This will involve organising people around you and taking quick action when you see a problem coming – whether it’s helping to build scalable processes that are fit for purpose, supporting a training need, or addressing something going wrong.
• Helping each member of your team with their personal and professional development, listening, guiding them through hard times and celebrating their successes.

What will you be doing day-to-day?

• Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our customers with their personal financial lives
• Holding weekly meetings with your Squad members (as individuals and as a group) to ensure optimum performance and work closely with other Financial Difficulties Squad Captains to ensure that best practice is shared.
• Coaching and supporting your team to achieve their personal, professional and performance goals
• Empowering others to spot opportunities to make a difference to customers and Monzo’s ways of working
• Helping your team with the most difficult queries and building their knowledge around complex issues
• Regularly reviewing the quality and compliance of your team’s customer interactions to identify areas of potential improvement, both individually and structurally
• Supporting your team to collect on customer accounts in arrears ensuring good outcomes for both the customer and the business.
• Motivating your squad – we’re changing fast and need to make sure COps stay engaged during challenging periods of demand.
• You will also the be point of contact for team member escalations, so need to be comfortable taking and making phone calls
• Ensuring the secure storage and maintenance of sensitive personal data and performance related documents for reports
• Ensuring that all documents containing personal data relating to your squad members, including performance and wellbeing documents, are securely stored and well maintained
• Aggregating the feedback from your Squad into Borrowing and operational leadership to ensure we continue to improve on our processes and tooling.

Your working life:

You’ll be a distributed (remote) worker based mainly away from the office, Monday to Friday, with some weekend work based on business needs.

You should apply if:

• You’re a subject matter expert in Financial Difficulties
• You are familiar with the challenges posed by remote working
• You can draw upon and articulate previous Financial Difficulties experiences (what’s worked well and what’s worked not so well)
• You are empathetic and and work well with people
• You are very hands-on and solve problems when you spot them
• You are comfortable moving fast and in control

Equal Opportunity Statement

At Monzo, embracing diversity in all of its forms and fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone.

We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

What is Monzo about?

We’re a bank on a mission to make money work for everyone. By focusing on solving real problems rather than selling financial products, treating people fairly and being totally transparent, we believe we can make banking better.

Monzo started in 2015 with big plans and a little office in Shoreditch, London. Now we’re a fully-licensed bank with millions of customers in the UK, and well over a thousand employees around the world.

Questions about this role or application process? Head over to our careers page to read our FAQs () or email us if we need to make any adjustments to the application process because of disability or neurodiversity.

Diversity and inclusion are a priority for us at Monzo – if we want to solve problems for people around the world, our team has to represent our customers. So we need to attract the best talent in the world, and create an environment that supports and includes them. You can read more about diversity and inclusion on our blog.

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